IT Infrastructure Analyst

I supported headquarters and branch offices in a corporate environment, providing on-site and remote Tier 2 support.

I administered Active Directory, managing users, groups, and access permissions, and I worked with Microsoft 365 Admin Center and Microsoft Defender to help maintain endpoint security and compliance.

I also documented technical processes and managed IT equipment logistics while helping reduce the support ticket backlog by 93% through proactive troubleshooting and efficient incident triage.

I provided technical support in a high-volume retail environment and helped maintain operational continuity across store locations.

I supported industrial Lexmark and Zebra printers and performed preventive infrastructure maintenance routines that reduced incident volume by 35%.

I also monitored critical IT systems to ensure stable day-to-day operations.

I delivered remote support using AnyDesk and TeamViewer, resolving internal user tickets and assisting employees with technical issues.

I performed corrective and preventive hardware maintenance for desktops, laptops, and peripherals.

I also supported the technical team with Protheus ERP administration and end-user assistance.

Bachelor's degree in progress.